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Case Management for internal use

edited Nov 22, 2019 4:34PM in CRM 4 comments

Hello,

Our company's sales force is using the CRM module of NetSuite. We are currently handling all CRM questions, request, problems, etc. from our sales force by e-mail but we are thinking instead in using the Case Management feature. Since all e-mails are from our employees and sent through Outlook we want to use the e-mail case capture to log automatically all cases by using the Anonymous Customer, what I'm not sure what is best to use Case Management or Helpdesk, we do want to have reports of the cases (we aren't using the employees center). Any usggesitons?

On the documentation it also mentions the Issue Management, but I don't see how I can enable it, it's not available in Setup -> Company -> Enable Features is this an additional module or something?

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